RTA Service Company, Incorporated

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The complaint has been resolved with third party intervention [redacted] is replacing the unit Regards, [redacted]

To whom it may concern.This customer has a third party warrantyTheir underwriter is ***We have done everything that can be done for this customer according to *** this unit is working according to manufactures speciation'sThere is nothing else we can doAnd we will not commit perjury to have this customer get a new unitWe will not lie for this or any customerThey must contact their underwriter and work out a solution with them

To whom it may concern.This customer has a third part extended warranty contract with *** ***We were dispatched a service call to repair this customers washerThe customer said that the fabric softener container was coming out of the agitatorWe did not see the problem, but we did replace
the agitator and the fabric dispenser twiceThere are no other parts to replaceWe explained to the customer that if she is still have the problem it must be the way she is using it may be over loading or under loading the unitThere is nothing else we can doEverything has been replaced twiceIf the customer Is not satisfied she can call *** and have them send out another servicer for a second opinion.Peter D

To whom it may concern.We went to this customer's house to check her washer for not spinning the clothes out properly.We checked all functions and could not find anything wrong with the unitWe explained to the customerThe proper operation of the unitCustomer was not satisfied she
insisted we change parts or give her a new unitSo we ordered the drain pump and installed itCustomer then called back and said she was still having the same problemSo again we went to the customer’s houseAgain we checked all functions ran all tests and unit passedAgain customer insisted we change partsSo we ordered and installed the main drive motorChecked unit and again it was working fineSeveral weeks later customer called back and said she was having the same problemSo again we went to the customer’s house and checked the unit could find nothing wrongAgain customer insisted that we changed the dampers on the tub assyTested unit and it was working perfectly Customer insisted it was not and said we have been to her house three times and that according to her contract she should get a new unit nowCustomer was told that is not up to us it was up to her warranty company we are just the repair peopleCustomer would not let the tech leave until he told her he would speak with his manager After leaving tech called *** Technical Engineering and gave them a rundown on the problem and what parts were replacePer *** the unit is working within manufacturers speciations That customer was probably overloading the unit Customer again called back and wanted service We declined the dispatch for this job and told the insurance company to assign another service We were not able to satisfy this customer and that per *** unit is working according to manufacturer’s speciationSo the insurance company reassigned the call

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The complaint has been resolved with  third party intervention. [redacted] is replacing the unit. 
Regards,
[redacted]

To whom it may concernThis unit was worked on previously and the compressor installation was not done properly. Hence there was contamination of the sealed system. We went to the customers house and replaced the compressor and condenser evaporator coils also the Freon diverter valve and used...

nitrogen to blow out all the contaminates. Now the parts for this job were under manufacturer's warranty, We installed the parts and the unit was working fine. Customer called back and said she was having a problem. So we went to the customer's house and evacuated and recharged the system again. Everything was fine, The customer called back again and we went and purged the system. We called [redacted] and discussed the problem with them. The only possibility we could come up with was a floating obstruction In the lines in the cabinet. This was something that could not be fixed and because the part was under warranty that ** should do a buy out for this customer. They repeatedly refused to do the buyout andleft the customer hanging. It took 9 phone calls to ** Upper management but we finally got the customer a buyout.

Review: 4/11/13 My washing machine was make loud noises. I called a service co. and when they saw it was only 4 years old they asked to see my paperwork. We purchased it from [redacted] and had extended warranty. He said "call them and ask for service, you need a new drum. I called [redacted] and they sent RTA out to look at it. They agreed it needed a new drum. The drum was installed and then the door lock had to be installed. Then it started leaking. My washing machine is on the 2nd floor and my floor and rug now have an odor. RTA has been out numerous times and they claim there is nothing wrong. Well where is the water coming from! I called [redacted] again and asked for a new service company to come out. Mind you, look at the date I started having trouble and it is now 5/30/13. I am still not satisfied!Desired Settlement: I just want my washing machine to work! Either fix it the correct way or replace it. I would love to get reimbursed for all the time I went to the laudromat!

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

RTA responded with information pertaining to the wrong customer, it was not my work order, nor my washing machine

Regards,

Business

Response:

Please see attached

Review: Worst service in 30 years. Service manager [redacted] very arrogant. Service tech was complaining when he arrived since he had to change his schedule. When he installed the board on my TV, he used no electronic industry standard safety protocols nor did he seem to know how to take apart the TV. I offered him refreshments and helped take out the screws and helped replace them. When job was done, TV was worst than before and he said it was due to the use of his power cord. We could not hook the TV up to my cord since the unit is wall mounted and they are unwilling to assist in placing the TV back on the wall due to potential liability concerns which I fully understand. He signed a document to indicated he was unable to test the unit and if there was a problem when I got it back on the wall to call back. I tipped the service tech and he left.

I called back and the Service manager [redacted] was belligerent and said he was told the TV was in perfect working order and that I had damaged it while hanging it. I mentioned to him I had a signed document indicating otherwise but he still did not believe me. I sent him a fax copy of the document and he said he would question the tech on Monday. In addition I sent him photos of other items that were not installed correctly. I had asked that he call me on Monday but he did not. I called him on Tuesday and again he said the tech said all was fixed when he left. I had suggested to [redacted] that a ribbon cable might have been left off due to how the tech struggled with the repair process. [redacted] said it was impossible if I had a power light which I did but nothing else that a ribbon cable was off. I then told [redacted] that another company had come out on their own time to help me out and we did in fact find a ribbon cable not attached to the top board. When I told this to [redacted] he accused me of lying. When I told him I had nothing to gain, that I was just trying to help him realize his tech was not honest with him and it could hurt his business he got very sarcastic.

I had sent pictures to [redacted] to show how another module had not been installed properly on the unit but again he blame me for this issue even though the component needed to be secured with one of the screws that hold the back panel on. Again no response from [redacted] nor any apology or any effort to make any restitution for my lost of time from work caused by his company and the money I gave the technician.

I can substantiate all claims through witnesses, signed documents and photos.Desired Settlement: I want compensation in the amount of 350.00 to compensate me for lost time and monies given to the technician and monies I gave to another company to fix the unit.

Review: I dropped of my very expensive home theater system to them on October 14, 2013. It had an issue with the disc changer. They said they would fix it and turn it around within a week or two. I paid them $140 downpayment and as of today, December 27, they REFUSE to return it to me. Every time I call, they say they are "testing it" and it should be another day or two. I have called 16 times since I dropped it off more than 2 1/2 months ago, and they even refuse to allow me to pick it up saying that it won't be put together by the time I'd stop by.

I read reviews on [redacted] and apparently they've done this to other people. One person stated that it has been more than 2 years since they dropped off their equipment, and they still don't have their equipment back.Desired Settlement: I want my very expensive home theater system returned--in the condition I left it, along with my $140.

Business

Response:

To whom it may concert. This customer brought this unit in for service 10-14-13- We gave the customer an estimate on the repair on 10-18-13, Customer gave a deposit for the repair on 10-21-13. We ordered the part from [redacted] on 10-21-13. The part came in on 10-29-13. Part was installed on 11-4-13. Puring the testing phase of the repair the new part failed. So the part was reordered 11-9-13. Was informed by [redacted] that part was on back order on 11-18-13. And that they had no ETA on the replacement part. We then learned a few days later that [redacted] had exited the consumer electronics business and that parts were going to be very difficult to obtain. [redacted] shut down all their websites dealing with consumer electronics including parts and terminated all employees in service and must of the employees in parts division. We informed the customer that there was a delay in obtaining parts on several occasions, They said they still wanted the unit repaired. Then on 12-27-13 customer call and was very angry. Swearing and cursing at our employees. He said that he wanted to pick up his unit on 12-28-13. Customer was told that unit had to be reassembled and would not be available for pick up until 12-30-14, Customer at point became very violent and was making terroristic threats towards our company and our employees. He would not calm down so phone conversation was terminated. His unit has been hear to be picked up since 12-30-13. With no contact from customer.

Review: The issues begin in late July (the paperwork to confirm the start date of my experience with RTA is unfortunately at home so I cannot note the exact date at the moment). Upon referral from LG (the manufacture of my dishwasher who has a relationship with RTA to provide service on their appliances) my husband [redacted] contacted RTA to arrange for repair. RTA came out to service my unit (date available upon request as I don’t have the work order in front of me at the moment); however no work was done other then the tech turning the power to my home on and off in an attempt to "reset" the unit in an effort to void the error code. We paid RTA $100 for that service call. The tech mentioned there was a 30-day guarantee on work and told [redacted] if any other issues arose to give him a call directly.

Within 30-days (i.e. within 2 1/2 weeks of the first date of service) the same error code appeared on the unit again. [redacted] contacted RTA to alert them of the issue and based on the error code they informed us that the pump needed to be replaced. At that time, they confirmed that they didn’t have that part in stock and would need to order it. They also informed us that they would contact us when the part came in so they could schedule time with us to make the repair. We waited approximately 2 weeks and in that time we received no update calls from RTA. When we finally called RTA to get a status update we were told the part was still not in. Once the part (which was under warranty) came in service was finally arranged (after much back and forth with RTA who was NOT at all accommodating to our work/personal schedules). The expectation was that we would need to pay them an additional $118 for labor costs. The original tech returned to install the part and after 2 ½ hours became frustrated that he couldn’t get the new part in so he said that he had to remove my unit and take it to their repair shop. No payment to RTA was made at that time because the unit was no repaired.

Issue 1: Instead of confirming that removal of my unit was not going to cause any plumbing issues prior to the tech leaving the job site. The tech removed my unit, asked for a bucket, put the dishwasher hose in the bucket and told me that when I was ready I could turn the main water to the home back on and the hose would just have a little water “trickle” out. Unfortunately, after the tech left with my diswasher I turned the main water to the house back on my kitchen and dining room became instantly flooded because there was much more than a trickle that came out of the hose. This resulted in water seeping through the floor and sub floor and through my basement ceiling causing a puddle in the basement. I immediately turned the water to the house back off and called RTA to request that the tech return. I told Peter (who identified himself as the manager) what the situation was and he refused to have the tech return to my home, instead he told me “it was not his problem and I needed to call a plumber”. My mother who had come in a few minutes after the tech to discover the mess in my kitchen/dining room not only witnessed the after math she also witnessed my call with Peter and could also not understand why he refused to send the tech back out. She was so curious as to why they couldn’t accommodate my request that she got on the phone to speak with Peter directly, but he only gave her the same rude response “it was not his problem and I needed to call a plumber”. I had no choice but to contact a plumber and request immediate assistance as I could not have the water to my house turned off indefinitely (as Peter would not confirm when I could expect to have my unit returned when I spoke to him about the resulting water issue). The plumber's repair service cost me $90. Like my mother and I the plumber was also shocked to find out that the tech left without checking that their were no water issues.

Issue 2: I had to contact LG directly to get Peter on 3 way conference call because they were not following up with us about when my repaired unit would be returned. At this point due to the lack of service and the technical incompetence I refused to pay the $118 labor charge and requested that Peter compensate me for the $90 I had to pay the plumber for his tech leaving the job scene before confirming that there were no water issues. LG agreed to pay the $118 service fee on my behalf, but said I would need to work with RTA directly to get reimbursed for the $90. RTA said they would follow-up with me on my request and never did.

Issue 3: Once the new part was in RTA sent a service tech out on 9/27 (a different tech from the 2 original service calls) and this tech was not able to reinstall my unit because he said parts were missing. All the parts that the first tech removed from the unit and left in the home were in clear site, but the tech was insistent that a particular hose was missing. He removed the unit again (we requested that he leave it, but he said he had to remove it and take it back to the shop to look for the missing hose). We requested that he have someone from RTA give us a call to discuss this issue and he confirmed they would once the office opened, but we never received a phone call. That day I contacted LG who attempted to reach RTA by phone, but could not. LG called me during that week with RTA on the line so we could work out when the dishwasher with all parts could be installed. The agreement after a very heated discussion was that RTA would call me the night before installation to confirm delivery. Their earliest availability was the week of 10/13, but they said that they would add me to the will call list just in case they received any service cancellations on an earlier date.

Issue 4: As discussed [redacted] nor I received a confirmation call the night before delivery instead RTA called [redacted] 30 minutes before showing up with my unit on 10/7. This untimely delivery that was not agreed upon in advance caused an interruption to my work from home day, which resulted in me loosing work when the power was shut off for the tech to install the unit. More importantly the unit was returned damaged. There were significant scratches and huge multi impact dent in the bottom right corner of the unit that was not there before. [redacted] pointed this out to the tech and he took photos to share with management (Peter) at RTA. The tech assured us that someone would call to follow-up. There was never a call nor was there a response to [redacted]’s email prior to my 2 extremely heated calls with Peter today (10/10).

Issue 5: Peter is now refusing to repair the panel of my dishwasher (LG confirmed that RTA is liable and has insurance to cover any damage sustained) and is claiming the damage was done by my “large” dog prior to the unit being removed, which is absolutely not the case. He is claiming that he has photos from his tech when the unit was removed that show the damage, but these photos are not time stamped. I believe these photos that he’s referencing are the same photos that we made the tech take on 10/7 when the unit was returned and the damage was pointed out to the tech. At this point LG is not willing to get involved even though the referral to use RTA for service came from them. Peter is being EXTREMELY uncooperative and I now have damaged dishwasher that I am still not sure works as I have not been able to run the dishwasher yet.

Any assistance that the Revdex.com can offer would be greatly appreciated! In the mean time I will also be contacting a lawyer to seek advisement on legal ways to resolve this issue since RTA is unresponsive to rectifying the damaged caused to my dishwasher.Desired Settlement: I would like the company to cover the cost to replace the damaged front panel of my dishwasher with a new front panel to return the unit to the original condition that it was in prior to them removing the unit from my home.